Application Support Engineer

WHO ARE WE

We are global leaders in the Data-Centric Security space. Right from protecting nuclear submarine designs to new drug formulations to customer data of Fortune 100 organizations

- we guard every kind of confidential information.

HOW DO WE DO IT

Seclore's patent-granted, award-winning technology allows users to control how their information is used - even after it is shared with people within or outside the enterprise. This requires stretching the technology boundaries beyond what might seem possible. At Seclore, you get to be part of the front lines - defending today's data against tomorrow's threats.

2Bn Documents | 3.5 Mn Users | 470+ Enterprises | 29 Countries

THE ROLE

Application Support Engineer

Location: Mumbai

Experience: 2 to 5 years

About Seclore

At Seclore, we are all Entrepreneurs, not employees. At Seclore, we are all Entrepreneurs, not employees.

We are a passionate team with diverse backgrounds and experiences all driven to solve complex business problems with simple, intuitive solutions. We appreciate people who are fueled by Passion, curiosity, hunger to learn & grow.

This position is for individuals with exp in Application Support, great customer relationship skills while working in a super-agile environment. Seclore is a place where innovation is nurtured. We continuously push the boundaries of innovation and find new ways to add value to customers and stakeholders. We are proud to be recognized as Great Place to Work for 2020.

JOB DUTIES AND RESPONSIBILITIES:

Act as point-of-contact by providing technical support to Enterprise customers and partners of Seclore.

Handles real-time voice-calls and chats with technical queries and adheres to the SLAs

Handles email queries and responds in a timely-manner

Achieves understanding of Seclore products and gains expertise

Applies knowledge and experience along with analytical approach to diagnose and resolve issues in unique and complex customer environments

Attempts to provide resolutions on the first interaction with customers

Handles multiple cases at the same time with varying degrees of severity

Effectively communicates procedural and technical issues to internal and external customers/stakeholders

Manages schedule of cases, determines including priority level and negotiating and setting expectations with the customers

Assesses the need to engage or escalate to the required resources to handle complex issues/situations

Engages with internal teams to prioritize customer requests

Researches on array of topics like operating system & its fundamentals, Infrastructure technologies, and Seclore products as and when needed

Participates in the new product releases to ensure information and training requirements are met to start supporting the new release

Engages in ongoing trainings and function/organization development, along with self-learning Creates documentation and support knowledge base to reduce troubleshooting time and drive faster resolution

Works towards becoming an SME on a product area and go to guy for an underlying related technology

Works in a team with assorted expertise

Mentors and assist new technical support engineer and peers to develop skills

Comfortable working in shifts

Multitasks and works well in a fast-paced environment

AREAS OF WORK:

Support -- Helping people use applications by answering their questions and giving information that facilitates correct operation of Seclore products over the phone, chat and / or email.

Troubleshooting -- Diagnosing malfunctions in the operation of software.

Repair -- Correcting application software malfunctions.

QUALIFICATIONS:

Hands on experience across the following core technologies

a) Operating systems Windows Server/Windows Client / Linux

b) Expert Level understanding of Windows / Linux Server Concepts

c) Hands on experience in troubleshooting Windows / Linux OS and application related issues

d) Infrastructure technologies AD, DNS, DHCP, etc

e) Good working knowledge of MS Office suite

f) Strong foundation of Networking Principles

Good to have knowledge of

a) Operating system MAC OS

b) Virtualization Technologies Vmware / Hyper-V

c) Apache Tomcat and Apache Web Server

d) Knowledge of computer security procedures and protocol

a) Remote Deployment Tools like LANDesk, SCCM and other IT landscape Relational DB principles and methodologies MS-SQL, Oracle

b) Antivirus Softwares

c) Knowledge of tools like Process Monitor, Process Explorer, Network monitor/Wireshark

EXPERIENCE:

2 to 5 years experience in a Technical Support role, preferably application

support

Managed Customers from regions such as NA, EMEA or APAC

Exposed to working shifts in nights

Handled customers on the phone

Current job includes exposure to CRM tool

Exposure to severity based models would be preferable

Exposure to Enterprise/Corporate customers preferable

Required: Bachelor's Degree or Diploma in Computer Science

Preferred: Industry Certifications like MCSE, MCP, RHEL Certifications, CCNA

ABILITIES REQUIRED:

Strong customer-focus and problem-solving attitude

Ability to communicate technical information to non-technical personnel.

Keen sense of ownership of technical issues of Seclore's enterprise customers

Ready to work on 24/7 support center.

Be a team player with ability to stretch (time-wise) when required

Willing to work in high-pressure environment.